Human Resource Staffing and
Performance Management
MANA 4328
Dr. George Benson
benson@uta.edu
Human Resource Management
Employee
Relations
Compensation
Performance
Management
Planning and
Job Design
Recruiting and
Selection
Training and
Development
HR Staffing


Legal Compliance
Determining HR needs
1.
2.
3.


Identifying and recruiting employees
Evaluating candidates
1.
2.

Projecting staffing levels
Job analyses
Managing competencies
Selection tests
Interviewing
Managing retention
Performance Management

Performance management systems
1.
2.



Timing, forms, and outcomes
Managing for employee motivation
Goal setting
Pay for performance
Providing performance feedback
Staffing and Performance

Labor is the single most significant cost of doing
business: payroll and replacement costs.

Business strategies require specific skills and
behaviors to be successful.



Employees provide customer service, create value, and
execute strategy.
HR practices can be crafted to support certain types of
skills and encourage behaviors.
“How do we hire the right people?”
“How do we hire the right people?”
Job
Requirements
Rewards
Match
Person
KSA’s
Motivation
Traditionally staffing has focused
on the match between an
applicants skills and experience
and the job requirements.
Person/Job Match
Job
HR Outcomes
Requirements
Rewards
Match
Person
KSA’s
Motivation
Impact
Performance
Extra Effort
Retention
Satisfaction
Commitment
Person/Organization Match
Task Flexibility
Job
Requirements
Rewards
Career Progression
Values/Culture
Organization
Match
Person
KSA’s
Motivation
ATTITUDE
Impact
HR Outcomes
Performance
Extra Effort
Retention
Satisfaction
Commitment
Southwest Airlines
Recruiters speak in the same near-spiritual terms. What's he
looking for in a candidate? "An attitude -- a genuineness -- a
sense of what it takes to be one of us."
“It takes a special individual to become a Customer Service Agent,
and we look for folks who are eager, who are “quick on their
feet” with “outside the box” thinking and who have caring,
friendly natures. Because we operate almost around the clock
(including holidays), Customer Service Agents work unusual
hours and are on their feet eight hours a day. Yet, almost all of
these Employees will tell you how much they LUV their jobs.”
Colleen Barrett
President and Chief Operating Officer
Wanted: Customer Service Agent
1. Submit a resume.
2. Attend a Group Information/Screening Session.
3. Attend a one-on-one interview & complete an
application.
4. Background check.
5. Drug screening.
6. Job offer - Start date determined - Training scheduled.
“Coat of Arms”
Applicants fill out and read aloud a
questionnaire in which applicants complete
statements such as:



One time my sense of humor helped me was…..
A time I reached my peak performance was…….
My personal motto is……
“Fallout Shelter”
Applicants are told to imagine they are a committee
charged with rebuilding civilization after a just-declared
nuclear war.
They're given a list of 15 people from different occupations:
nurse, teacher, all-sport athlete, biochemist, pop singer.
They have 10 minutes to make a unanimous decision
about which 7 can remain in the only available fallout
shelter.
“Fallout Shelter”
The answers don’t matter....
The test is about the interaction...
As the candidates debate, evaluators watch from across
the room and grade each person on a scale from
"passive" to "active" to "leader."
Become a SWA Customer Service Agent?
All SWA Employees and their eligible family members have FREE UNLIMITED
space available travel anywhere Southwest Airlines flies!
As a SWA Employee you will receive Profit Sharing . . . and Southwest Airlines
has had 31 consecutive years of profit!
FABULOUS Medical, Dental and Vision plans for all Employees! Dollar for
dollar match in 401K - up to 7.3% of employee investment!
Casual uniform environment, which means you can wear tennis shoes!
The Southwest Airlines University offers Career Development classes!
Chili Cookoffs, Holiday Celebrations, Deck Parties, Golf Tournaments and
more for all SWA Employees and their family members.
Entry Level Jobs at SWA
Customer Service Agents
First Year
$9.00/hr
Second Year
$10.00/hr
Flight Attendants
1st 6 Months - $14.67/Trip*
2nd 6 Months - $14.90/Trip*
2nd Year - $17.34/Trip*
*one trip = 243 miles
Support Business Strategy
Southwest’s reputation for service and “Fun Place to Work”
1.
2.
3.
4.
More than 34,000 total Employees
Received 202,357 resumes in 2003
Hired 908 employees in 2003
Hires about .5% of applicants (4.4 per 1000)
Southwest’s HRM Practices







Selectivity in Recruiting
Employment Security
Incentive pay
Employee Ownership
Information Sharing
Participation & Ownership
Self-Managed Teams







Training & Development
Cross-Utilization & CrossTraining
Symbolic Egalitarianism
Wage Compression
Promotion From Within
Taking the Long View
Measurement of Practice
Results

31 consecutive profitable years.

Southwest has ranked number one in fewest Customer
complaints for the last 13 consecutive years as published in the
DoT’s Air Travel Consumer Report.

Among all industries in 2003, FORTUNE has listed Southwest
Airlines as number two among America’s Top Ten most
admired corporations.

According to the April 2003 issue of FORTUNE, Southwest is
an employer of choice among college students.